Traumatizing experience

I have had the worst experience with Airbnb ever.

After using your service for almost all my travel and accommodation needs, I expected a better response on my complaint initially sent through on Friday,

I had the following issue:

- The apartment I booked for the month of May via your site offered the following, but nothing was met:

* Wifi and DsTV - we have been waiting for an entire week for wifi to be installed and been told on different occasions that it would be installed the following day. None of the times have we been updated regarding when or why the technicians have not pitched. The same happened with the DsTV as this was due to be installed together, at the same time.

* Service - The listing stated that it is a "Serviced Apartment", however we have been forced to use the same snow white bedding and 4 white towels for 8 days, without anybody coming to actually change this. We have not been advised where to take ******* to so the bin was full of a weeks refuse and really made the balcony and the apartment stink. We also had ants in the apartment from day 1, and their count has just grown by the day.

*Breakfast - The listing said that breakfast is included, however, this was not the case.

* Gym - It said there is a gym on the property, but it was closed and unavailable to everyone.

- We have contacted Airbnb on Friday explaining our dissatisfaction and also letting you know that living circumstances are becoming unbearable. WE simply asked that Airbnb assist with having us find other accommodation that would be better suited for us. Airbnb immediately sent a message stating that someone will get in touch but the following evening, we have not heard anything from you.

Airbnb have then not rep**** to our messages and emails until we had to take measures like positng on Social Media in order for you to actually value our request and situation. It then went into Sunday morning where we were passed from one person to the next, as below:

* D'Zanae * Maria * Mussa * Rafal

The case went to all of the above people as everyone took their lunch breaks and went home, not caring about our situation. Mussa then said that Airbnb will assist us with finding alternative accommodation and told us to look for other places and let him know and that we should find out the check out process at the initial apartment. After doing so, Mussa completed our booking and we had to check out, after which it took another 2 and a half hours to actually get something confirmed.

Rafal then got back to us afterwards to let us know that Airbnb is giving us a partial refund and issuing us with a voucher of R1,300 to find a different place. Yet, Mussa has given us the impression that we will be sorted out with accommodation as we afterall, were inconvenienced.

After that, we have spoken to a supervisor who I had to hold for more than 10 minutes for who increased the voucher to R5,500. This does not give us accommodation until the end of the month as the available places were rather scarce.

This listing on Airbnb is not my problem as a consumer, it is the problem of Airbnb and the host and I should have been refunded in full and my accommodation for the month at the new place should have been taken care of in full. I was traumatized after finding out that I was going to have a R1,300 to book accommodation while I wait 5-15 business days for my other funds to reflect. I finally got to move and go to another apartment way after dark only.

Airbnb has allowed this listing to advertise on your site, causing my contract with you to be breached, by you. You have been part of false advertising, ***** and *******ion. Here is what I expect, I expect my FULL REFUND, I expected to be compensated with accommodation until the end of this month, which Airbnb will pay for and extra compensation for the trauma you have put me through.

Shall my expectations not be met, I will continue with making this whole experience very public and I will be continuing with legal against Airbnb.

Thank you Tashreeq.